IP Phone Bazaar: Choosing the Right Device Neal Shact CEO 888-795-7222.
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Transcript of IP Phone Bazaar: Choosing the Right Device Neal Shact CEO 888-795-7222.
IP Phone Bazaar:IP Phone Bazaar:Choosing the Right DeviceChoosing the Right Device
Neal Shact CEO 888-795-7222
Established in 1983
Privately-held company
Founded by Neal Shact and Melissa Vokoun
4 DivisionsCommuniTechCommuniTech ServicesClarisys Dytel
Who is CommuniTech?
VoIP Migration Plan
IP Phone Options
Personnel ConsiderationsLocation Considerations
Selecting the IP Phone
Factors:
IP Phone Protocols
Converged Voice and Data Solutions (VoIP)
Public/PrivateNETWORK
Corporate Office
Road WarriorIP Phone
Branch/Remote OfficeIP Phones
VoIP CallServer
TeleworkerIP Phone
VoIP Migration
IP Phones
Converged Voice and Data Solutions (VoIP)
Voice Edge Device VoI P Attendant Console Possible Single Line TelSet Typical Wireless Possible Multi-Line TelSet Possible PC Phone Typical PC Console Possible
VoIP Migration
Considerations:
Proprietary IP (Nortel, 3COM, Cisco, etc.)Edge devices operating on single proprietary protocol
Standards Based IP (VocalData, Shoreline, etc.)Standards based IP protocols supporting multiple options
IP Enabled Legacy Solutions
Public/PrivateNETWORK
IP Phone
LegacyPhones
LegacyKey/PBX
RemoteIP Phone
VoIP Gateway with Legacy Phones
VoIP Adapter with Legacy Phone
VoIP Migration
IP Enabled Legacy Solutions
Considerations:Compatibility - Proprietary IP, Standards Based IP
Integration - Ability for Features, Dialing Plan, Peripherals, Applications
Edge Device Options - Physical Instrument, PC/Web Phone
Voice Edge Device Legacy VoI P Attendant Console Typical Possible Single Line TelSet Typical Typical Wireless Possible Possible Multi-Line TelSet Typical Possible PC Phone Possible Typical PC Console Possible Possible
VoIP Migration
Attendant Console
Single-Line Phone
Multi-Line Phone
Softphone with USB phone, handset or headset
IP Phone Options
Attendant Console Options
Public/PrivateNETWORK
VoIP CallServer + VoIP Attendant Console
with PC Phone, Handset or Headset
+
VoIP Attendant Consolewith Single/Multi-Line IP Phone
Multi-Line IPPhone
IP Phone Options
Attendant Console Consideration:
IP Attendant Consoles are available on PC
Platforms only
Multi-Line IP Phone should be considered
More User Friendly
Easier to Answer and Transfer callers
Provides quicker answering for better service
IP Phone Options
Single-Line IP Phone Options:
Public/PrivateNETWORK
VoIP CallServer
+
VoIP Softphonewith PC Phone, Handset or Headset
+ +
VoIP Softphone,Adapter, and Analog Phone
+
VoIP Analog Telephone Gateway
Single-LineIP Phone
Wireless IP Phone
IP Phone Options
Single-Line IP Phone Consideration:Where will it be used (Production floor, lobby, break-room, mobile user, etc.) ?
In a Common Office Area:
Use single-line IP Phone or IP Adaptor with Analog Phone to avoid “training” issues.
If Used Repeatedly by the Same Individual:
Use a Single-Line IP Phone, IP Adaptor with Analog Phone, VoIP Softphone, or wireless IP Phone for mobile office personnel.
IP Phone Options
Multi-Line IP Phone
Public/PrivateNETWORK
VoIP CallServer
Multi-Line IP Phone
Multi-Line IP Phonewith Add-On Module
Multi-Line IP Phonewith PC Connection (10/100)
Multi-Line IP Phonewith PDA (Mitel) or
API
Multi-Line IP Phonewith IP Phone
Connection (10/100)Supporting QoS
IP Phone Options
Multi-Line IP Phone Consideration:
Are there enough line appearances to fulfill the user’s call processing responsibilities?
Buy IP Phones with as many line appearances as possible to accommodate future expansion and ease of use.
IP Phone Options
Multi-Line IP Phone Consideration:
Will additional IP devices be connected to the IP phone (PC, IP Phone, etc.)?
Buy compatible multi-line IP Phones with multiple Ethernet ports.
IP Phone Options
IP Phone Protocols
Protocols Supported or Needed:
H.323/248
MGCP
SIP
Proprietary (SCCP, Unistim, etc.)
Personnel Considerations-Types
Executive
Typical Calling Patterns:
Moderate Call Volume
Simplicity/Ease of Use
Speakerphone
Speed Dial and/or One-touch Feature Access
Ideal for Feature Rich, Multi-Line IP Phone
Personnel Considerations-Types
Administrative
Ideal for Feature Rich, Multi-Line IP Phone
Typical Calling Patterns:
Moderate to Heavy Call Volume
Ease of Use, Quick Call Processing
May Need Speakerphone
One-touch Feature Access
Personnel Considerations-Types
Call Center
Ideal for Feature Rich Multi-Line IP Phone
Typical Calling Patterns:
Heavy Call Volume
Quick Call Processing
Departmental Call Coverage/Processing
Multiple Calls Simultaneously Queued
Headset Compatibility
One-touch Feature Access
Personnel Considerations-Types
Labor
Ideal for Single-Line/Wireless IP Phone
Typical Calling Patterns:
Light Call Volume
One phone to many personnel/customers
Ease of Use
Mobile Office Worker (Wireless)
Public/PrivateNETWORK
VoIP CallServer
RoadWarrior
Teleworker
Corporate Office
Branch/Remote Office
Networked Enterprise Locations
Location Considerations
Corporate Office
Frequent Communications requiring more integrated services:
Multiple Line Appearances
Multiple Call Queuing
Busy Lamp Appearance
Ideal for feature rich, multi-line IP phone
Location Considerations
Branch/Remote Office
Frequent communications requiring higher level of integrated services:
Multiple Line Appearances - Higher requirement to see other offices
Busy Lamp Appearance - Higher requirement to see other personnel
Simple Integration to branch and Corporate offices
“Need” to feel as part of Corporate Office
Ideal for feature rich, multi-mine IP phone
Location Considerations:
Teleworker
High Volume Voice Traffic:
Busy Lamp Appearance - Higher requirement to see other personnel
Simple Integration to Branch and Corporate Offices
“Need” to feel as part of Corporate Office
Ideal for feature rich, multi-line IP phone
Location Considerations:
Teleworker
Low Volume Voice Traffic:
Fewer Inbound/Outbound Calling Requirements
Ability to mainly place/receive calls
Voice Mail message waiting notification
Reduced need for telephony features/functionality
Ideal for single-line IP phone,IP Softphone
Location Considerations
Road Warrior
Low Volume Voice Traffic:
Away from the telephone the majority of the day
Fewer Inbound/Outbound Calling Requirements
Ability to mainly place/receive calls
Reduced need for telephony features/functionality
Ideal for IP Softphoneor
Single-line IP phone
Location Considerations
Identify compatible IP Phones:What IP Phones are available from the manufacturer/platform?What other IP Phones are compatible/recommended?
Identify Personnel Requirements:What are the Traffic Requirements (High, Medium, Low)? How often are Speakerphone and System Features used?
Identify Location:What are the Traffic Requirements (High, Medium, Low)? What are the available services (VPN, Single phone connection, etc.)?
Identify Cost of Ownership:Does IP Phone require Feature Codes, or have Feature Keys?Can IP Phone handle additional calls in Queue grow?
Selecting an IP Phone
Selecting an IP Phone
Multi-line Phones:
TelStrat (16 lines) Swissvoice (2 lines)
Cisco (4 and 6 lines*) Teledex (2 lines)Polycom (3 lines) Mitel
Single Phones:
Snom PingtelCisco SwissvoiceTeledex Mitel
Selecting an IP Phone
Softphone:AvayaCisco IPbluePingtel
Softphone Hardware:Clarisys USB PhoneGN Netcom USB headsetPlantronics USB Headset
Attendant Console (no physical consoles)TelStrat Cisco with Sidecars